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SpeechTEK 2014 - Wednesday, August 20, 2014
Empire Complex (7th floor)
B302 – Your Data Says What? Surprising Results From the Field
11:45 a.m - 12:30 p.m
Jenny Burr, Sr. Manager, Analytic Consulting - Convergys

Many IVR designs are based on reasonable assumptions about caller behavior, but before-and-after data from multiple deployments can determine if these assumptions are justified, or if the data actually challenges some long-held beliefs about VUI design. This session presents a recent case study with access to pre- and post-deployment metrics and examines several data-driven findings that raise questions about certain design assumptions, speech versus DTMF usage, global command usage, identification strategies, and more.

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